The Desktop Technician V will provide on-site Tier II desktop and user support services, and act as a regional Team Lead, on a shift-work basis.  In this role, you will perform administration for Windows and ChromeOS-based systems within your area of responsibility, and support specialized software such as ESRI ArcGIS, Autodesk AutoCAD, and software unique to Indian Affairs and Indian Education. You will also be a point of guidance and escalation for junior technicians. All duties and responsibilities are performed in accordance with the Mission, Vision, and Core Values of Cayuse.

About Cayuse Native Hawaiian Veterans, LLC:

CNHV delivers strategic services & solutions to our clients. Our diverse business lines, workforce, and projects have extended across all 50 states, 4 U.S. Territories, & 19 foreign countries, bringing added value to our customers to deliver services on-time and on-budget. CNHV is dedicated to building mutually beneficial partnerships and relationships with our customers. CNHV will mobilize the right people, skills and technologies to help our clients achieve their goals by doing the right thing, the right way, the first time.

• Perform system administration for specific operating systems within the assigned area of responsibility, including specialized software such as ESRI ArcGIS, Autodesk AutoCAD, and software unique to Indian Affairs and Indian Education.
• Providing technical and user support, with a strong focus on the customer experience.
• Act as a point of guidance and escalation for junior technicians and help deliver important information to the team by leading regional team meetings.
• Reset passwords and manage user and device objects within Active Directory
• Apply patches, upgrades, and enhancements as they are approved by the customer.
• Perform software installations and troubleshooting for software issues, working with software vendors when needed.
• Troubleshoot hardware issues and perform needed repairs and failed component replacements, working with hardware vendors when needed.
• Imaging and configuring computers to the customer’s specifications and standards and deploying equipment to users.
• Perform network troubleshooting, patch network cables to appropriate jacks, patch panels, and switches, and cable management.
• Configure and connect devices to secure, managed networks, and the access protocols required for user connection and use.
• Rack/de-rack and properly connect servers, switches, and other appliances to customer specification.
• Configure and manage VoIP handsets and work with appropriate team or vendor when there are system issues.
• Perform monitoring of all upgrades and enhancements
• Perform detail-oriented log reviews and troubleshooting.
• Act as a liaison with Tier III teams to resolve issues that may be out of the Tier II support scope.

• Other duties as assigned.

Minimum Qualifications:

• A minimum of five (5) years of related technical experience in supporting desktop computers, laptops, mobile devices, printers, scanners, local area networks, servers, and network switches. 
• Managerial experience with 5+ staff
• An Associate degree or higher is preferred, but education requirements can be offset by experience.
• Bonus points for industry certifications such as CompTIA A+, Network+, and Security+.
• Working knowledge of managing users and device objects within Active Directory.
• Ability to support Microsoft operating systems.
• Ability to obtain Public Trust Clearance.
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Must possess problem-solving skills.
• The ability to perform software installations and to support specialized software unique to Indian Affairs and Indian Education (similar software or general business application support is acceptable).
• Ability to work without guidance.
• Ability to initiate and manage projects.
• Strong time management skills, and an ability to adhere to and meet designated SLA deadlines.
• Exceptional communication skills, both oral and written
• Ability to respond effectively to customers with a sense of urgency.
• Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc.
• Highly motivated with the ability to handle and manage multiple tasks at any one time.
• Ability to forge new relationships, individual and teaming in nature.
• Must be a Self-starter, that can work independently and as part of a team.

• Strong interpersonal skills with the ability to communicate in a professional, and articulate manner to individuals from diverse backgrounds.
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
• Proven ability to multitask and prioritize in a fast-paced environment with changing priorities; adaptable to change and a quick learner.
• Must be self-motivated and able to work well independently as well as on a multi-functional team.
• Strong customer service and de-escalation skills.
• Ability to handle sensitive and confidential information appropriately.

• Shall have the requisite skills, expertise, and experience to perform the requirements of each task. Must be extremely detail-oriented and well-organized.
• Ability to research and learn new software as the situation dictates.

Reports to: Program Manager

Working Conditions

• Professional in-office environment.
• Must be physically and mentally able to perform duties for extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to lift up to 75lbs.
• Must be able to stand, sit, walk, bend, lift, climb, and crawl.
• Must be able to establish a productive and professional workspace.
• Must be able to sit for long periods of time looking at a computer screen.
• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.